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  • A framework for understanding the evolution of relationship quality and the customer relationship development process. 

    Atorough, Peter; Salem, Heba (Springer http://dx.doi.org/10.1057/s41264-016-0008-z, 2016-09-27)
    ATOROUGH, P. and SALEM, H. 2016. A framework for understanding the evolution of relationship quality and the customer relationship development process. Journal of financial services marketing [online], 21(4), pages 267-283. Available from: http://dx.doi.org/10.1057/s41264-016-0008-z
    This paper attempts to develop and empirically test a conceptual model of relationship quality (RQ) in the financial sector from the perspective of the individual consumer (B2C). Based on a review of RQ research, the paper ...